Thomas Wieberneit

Social media is dead – long live social media

Rest in peace, Social Media! Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon Valley Watcher, if not earlier. You lived on. Still, now you really need to admit that you are a dead…

Three CX predictions and how to get some value from them

At the end of a year and the beginning of the following year all kinds of research organizations and pundits make their predictions. So could I but then, this year I choose to have a look at some predictions and comment on them. After all,…

How to improve CX in times of a downturn

Finally, it happened. We lived in our blissful world of an abundance of money that fuelled the illusion of eternal and unlimited growth. The stock markets knew only one direction for a decade. They were rising and rising. Venture capital was readily...

CRM, CX and Customer Engagement – three humble wishes to better the industry

The CRM Playaz asked me about my take on CRM for 2023. Of course, I happily supplied an answer … So, here we are. CRM in terms of concept and software is quite mature, after all it is around for quite some time. It went through some...

a great human – bot conversation with lots to learn

Inspired by a recent panel discussion as part of the In the Hot Seat podcast that I am involved in, I opened a chat with chatGPT3. ChatGPT is a language model by OpenAI that interacts in a conversational way. This way, it shall be able…

How to create winning industry solutions 

One of the terms du jour is „industry cloud“. We hear it even more often than even platform or CX at this time. Why is that? Why do we speak about them only now and not for a longer time? After all, we have seen…

How to make customers for life

On November 10, 2022, SugarCRM held its annual analyst day in the beautiful Chaminade resort in Santa Cruz. In attendance was an elusive crowd of 14 analysts and six customer representatives, along with the SugarCRM executives. We gathered to inform...

How Zendesk Intelligent Triage steps up the customer service game

The News On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist. These new AI based solutions shall “enable businesses to triage customer support requests auto...

UX and CRM – How to make them a match

When talking about CRM systems, people – especially managers – mostly think about functions, features, and control. How can a process be supported and managed? How can I get good analytics out of the system? Does it fit into the existing IT landscape? ...

How to engage for customer experience and success

It is time for a stake in the ground again. Of late, every vendor who used to play in the CRM arena positions itself as a „customer experience“ player and claims that its software “delivers customer experiences”. This is quite a claim. It also raise...

How (and why) a marine consultancy made Zoho core of their business

During ZohoDay 2022, I had the chance to have a longer conversation with Graham Dallas, business development manager of the ABL Group. Graham was responsible for the implementation of ABL Group’s new CRM system. ABL Group is the result of a 2020 mer...

The customer success movement

Customer success has become an interesting topic for software vendors and systems integrators, alike. I am thinking about this topic for a while now and now bring my thoughts to virtual paper after Jon Reed pinged me about it and after readin...

How to make Zoho a business’s operating system

During ZohoDay 2022, I had the chance to have a longer conversation with Adi Mula, founder and CEO of National Retail Solutions, NRS. If you do not want to read too much but prefer watching the edited interview, you can do so here. Simi...

How to “Zoho-matize” a business

During ZohoDay 2022, I had the chance to have a longer conversation with Elie Katz, founder and CEO of National Retail Solutions, NRS. if you do not want to read too much but prefer watching the edited interview, you can do so here. NRS...

Don’t mess with Zoho – A Zohoday 2022 recap

After spending two days in Austin, TX, attending the ZohoDay 2022, it is time for a little recap of this interesting event.  We were 99 analysts and 24 customers and plenty of knowledgeable Zoho personnel. The incredible Sandra Lo and...

SAP reports its Q2 2022 – A snap Analysis

On July 21, 2022, SAP reported its numbers for the second quarter 2022 and the first half of the business year 2022. In contrast to the last times, I’d like to cover this in written form, as this one is quite interesting and probably takes a ...

How trust is the foundation of the data driven supply chain

In the course of the last year or three, I have written a few times about the supply chain and how it affects the customer experience, sometimes badly so. In my last article ‘the impact of the supply chain on the customer experience’, I explained…

How to create value with a CDP

These days, Customer Data Platforms, or in brief CDPs, are one of the most discussed topics in the CX industry. Last time I looked, the CDP Institute counted more than 150 CDPs of different flavors that target different business challenges. This rai...

How to measure the ROI of CX – A CXChangersTalk

These days, customer experience is one of the biggest topics. Many, if not most, vendors have restructured, reshaped, or just renamed their portfolios to reflect customer experience one way or the other. Customer experience is great, customer experienc...

The almighty Metaverse – its Rise and Fate

This is the third part of my return of the undead series. The first two parts dealt with identifying what components or building blocks a metaverse ecosystem needs to consist of. These components basically define how metaverse can work and serve as a m...

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